Complaints

This profile includes complaints for Aurea Station Apartment Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aurea Station Apartment Homes

  8625 Winter Oaks Ln Charlotte, NC 28210-5574

• 

  Ansley Falls Apartment Homes

  6310 Ansley Falls Dr Charlotte, NC 28217-2989

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received keys to our apartment at Aurea station, and it was filthy when we walked in. Hot Cheetos on the floor, mold on the window, and mold growing around both bathroom showers. That was just the filth, the apartment itself had damaged carpet, and places where you couldnt step or else the carpet nails, or whatever is was would poke your feet. We tried to clean up and make the best of the situation. Once we vacated Aurea station sent us a bill for apartment repairs. I was flabbergasted and we had refused to pay it until we were told it would affect our credit report. We are currently filing a case against Aurea station and my dads lawyer has been nice enough to take on multiple other clients. Currently we have about 16gigabytes worth of evidence to support claims from all parties involved. If anyone who has been wronged by Aurea station would like to speak to my dads lawyer please contact me via email. He is taking on cases pro ***** y tambien hablas espanol. Thank you

• Initial Complaint

  Date:06/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the guarantor on my sons lease. He has moved out of the country and we bought out his lease. We were told that it would be two months rent for the buy out plus 60 days. The day we moved his belongs out of the apartment we met with an employee in their front office and we were told we would have control of the apartment for 60 days. I returned the keys they gave me to get into his apartment and they gave me the paperwork for cleaning the apartment (which should have been given when I arrived). As we were leaving we asked to go ahead and settle up the two months rent and they informed us they weren't sure we could because of the power and water. They employee up front gave us the base rent amount and sent us a link to pay ($2456). The link would not work so we left the office under the impression from the office employee that we would just pay the rent at the beginning of the month for **** and July. After looking over the cleaning sheet I planned on going back to clean the apartment again. I called back the following week and was told by the same office employee that they had removed us from the computer system and since we did not give them enough notice of vacating the apartment we now owed more money ($3051). She admitted on the phone call that she forgot to let us know that if they took us out of the system it would not be enough days of notice to vacate. She told me I would receive an email from them for the final bill after they completed the walk through of the apartment. I would have 5 to 7 days to pay the bill. On Saturday I receive a notice from a debt collection service for the bill from the apartment complex (3519). It is a thousand dollars more than what I was told the bill would be and the last month was suppose to be prorated. I requested an itemized bill be sent to me and a copy of the lease prior to the final bill. I have received the lease agreement but not an itemized bill. It seems every time we ask a question we get another fee.

  Business Response

  Date: 06/20/2024

  ******, thank you for your review. Although it happens infrequently, we never like to hear that a resident departed their apartment with negative feelings about our service. With professionalism, our team works extremely hard to ensure that the needs of our residents are always met. We understand that when you provided your notice to vacate, you also turned in the keys to the apartment. We have policies in place that require the lease holder to sign a key release form and provide a forwarding address when returning keys, and in turn we are required to terminate the lease at that time.Unfortunately, there was a miscommunication with the fees on the final account statement but this has since been corrected and we have sent a revised statement to you. Your feedback is extremely valuable as we strive to improve with each and every resident experience. If you're open to discussing this further, please get in touch directly so we can address your concerns. We look forward to speaking with you.

  Customer Answer

  Date: 06/21/2024

   
  I am rejecting this response because: I tried repeatedly through email and phones messages to speak with them before I reported the issue to the Better Business Bureau.  The manager (*****) was not interested in speaking with me, she was scheduled to call me to discuss the bill and the charges but never contacted me.  I had to work through the collections agency to receive an itemized bill.  They also sent with the itemized bill a picture of a dirty  apartment that was not the apartment my son rented because I have pictures of his apartment on the day we cleaned it.  Also the apartment complex did not respond to this complaint until after I had already paid the bill in full. We are honest people trying to keep this from my sons credit and from this complex continuing to treat people unfairly.  They should not be able to add fees, that are not included in the lease or mentioned in the lease agreement, onto your bill.  
  
  

• Initial Complaint

  Date:05/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******************* and Im a resident at Aurea Station for the last 2 yrs. I have many complaints but Ill focus on the ** problem. I called to put in a work order May 2nd for my ** unit freezing up and stop working. When its not working it defrosts and flood my floor with water. This took a week for them to address only to find out it wasnt fixed(when I got a text saying it was) and flooded my kitchen floor again. I called the emergency line and someone came out the next more and fixed it. May16th I went to office to let them know now my ac is not getting cold at all. Was told some will come out. No one came out. I went to office again on May 22nd and was told someone would come that day. A Maint guy came and look at Ac for 2 minutes tops and left and never came back. I goes again to office and speak with office manager and she assured someone would text me with an update. That never happened. I call emergency services because its now 87 degrees in my unit for over a week. I get a call back from maintenance saying he will be there in 10 mins. He never showed up. Today(May 26th) I speak with office rep for any type of update and she tells me that the Maint guy wont be available until Tuesday May29th. I deal with a lot staying here but to be uncomfortable in a place I call home because my ** hasnt worked for almost a month now with temperatures get as high as 90+. Can you advised what I can do to get this resolved.

  Business Response

  Date: 06/10/2024

  *****, were sorry to see this review. With professionalism, our team works extremely hard to ensure that the needs of our residents are always met. We pride ourselves on providing exceptional service, so we are disappointed to hear that your experience with us has been less than satisfactory. Our team works diligently to ensure that any issues or maintenance requests that arise are addressed promptly. Our maintenance team has replaced your HVAC system and are awaiting parts for a new condenser unit to arrive this week to be installed. Our community manager has spoken with you directly to address your concerns and our maintenance team will ensure that everything is resolved to your satisfaction. Our team is dedicated to your happiness and will be contacting you directly to see if there is anything additional we can do to help we look forward to speaking with you.Thank you!

• Initial Complaint

  Date:05/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a call from ***************************** regarding a debt I owe. I have never lived within your apartment complex nor does anyone I know. This is the first time hearing of this apartment complex. I do not understand your verification processes for someone to rent an apartment. This will affect my credit and I need this removed as soon as possible. This is fraudulent and I need answers. I own my home in ******************* for over 4 years no need for an apartment. If someone can help me with this matter.

  Business Response

  Date: 05/29/2024

  ****, we are very sorry to see this review. We are saddened to hear about your situation and are doing all we can to assist. Our community manager contacted you directly immediately after learning about what has happened. We encourage anyone in this situation to file a report with the police. If there is anything else we can do to assist you please reach out to us in the office. Thank you!

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a single woman with no dependents and have been a renter at Aurea Statiom apartment for over a year. The complex does not have enough parking spots for the paying tenants and nor or there any assigned parking spots. This has been an ongoing issue and the apartment is refusing to make any changes for the paying tenants. I am concerned for my safety walking at night from work by myself with no security present on the premises therefore, I parked in a lined space. I have voiced my concerns to Management as well as others and they admittedly stated they did not have enough parking spots for the tenants. I am being charged a huge amount of towing costs which put me in a financial bind and I am extremely upset about the continued occurrence and management does nothing. Can you please assist me me with this matter. Thank you.

  Business Response

  Date: 11/16/2023

  *******, thank you for leaving us a review. We pride ourselves on providing a **************** community with a host of state-of-the-art amenities and 24/7 management and maintenance services. Our community manager has been in direct contact with you to ensure your parking issues get resolved and we are pleased to have found a solution to your concerns. Our team is dedicated to your happiness and if there is anything else we can do to help please let us know. Thank you!

  Customer Answer

  Date: 11/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been living at Aurea Station for almost two years now and have had major concerns regarding the general upkeep of the apartments and the grounds as well as the treatment of its residents by the leasing office staff. The last incident with this complex was when they allowed tenants without air conditioning in the middle of the summer for upwards of two weeks and provided little to no assistance to its residents. One of the last times I went to the leasing office to voice my complaints, I was talked to rudely by the leasing consultants and was hung up on by the property manager. I have tried to reach out to the West Shore LLC office and have heard nothing back and when trying to reach out the the president of the company via Linkedin, I was blocked. I have outlined all of my issues with this apartment complex below in my letter.

  Business Response

  Date: 09/08/2023

  ******, thank you for taking the time to leave us a review. We appreciate your feedback, as we strive to provide the best service and ensure that everyone has a positive experience at our community. Our team works diligently to ensure that any issues or maintenance requests that arise are addressed promptly. Our maintenance team was able to mitigate your A/C troubles by immediately putting a window unit in while awaiting parts and was fixed within 5 days. We can also confirm that there are no outstanding work orders. Our community manager is dedicated to your satisfaction and we'd like to assist you in any way possible to ensure that you are 100% satisfied. Please reach out to us in the office - we look forward to speaking with you!

  Customer Answer

  Date: 09/11/2023

   
  I am rejecting this response for several reasons. The ** issue was not the only complaint in my four page letter, there were multiple complaints that were not addressed. Additionally, there was no window unit put in my apartment when my ** was not working. That must have been done for another tenant. This speaks to one of my many issues with Aurea Station, there seems to be a lack appropriate record keeping for tenants. My ** was also not fixed within 5 days. It was not fixed until July 3rd and I made initial contact with the leasing office regarding this matter on June 27th and the problem was not addressed until my third communication attempt. I am rejecting this response because there have been NO efforts to satisfy my complaints outside of telling me I cannot leave my lease. At this point this is unacceptable and I will be taking this to the Attorney General of **************'s office. Thank you for your time. 
  
  

• Initial Complaint

  Date:08/01/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed my lease in September of 2022, upon signing the community manager explained to me that the pool opens up the weekend after Memorial day and closes right before Labor day. It's now August (90 degree temperatures everyday) and the pool has yet to open. It's ************ listed as an amenity. The community manager does not giving any reasons on why the pool is unopened nor is she doing anything to help the residents refrain from paying for the pool in which they cannot swim inside. I have reached out to all that I can and nobody has done anything.

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have applied back in July and due to reviews I had cancelled my application at Aurea station within 24 hours. Thankful I did because I've spoken to several people about my refund and and still it is now December and I have received nothing. I have been told one thing month after month to then be told it wasn't even sent and at this time it was September. This is absolutely crazy that I have been dealing with this for so many months. NO one has reached out or tried to assist in any manner they have not been friendly in office. They are nearly impossible to get in contact with and once I do they state they have no information for me. I have tried to contact cooperate and received nothing.

  Business Response

  Date: 12/14/2022

  ******, thank you for taking the time to leave us a review. We appreciate your feedback, as we strive to provide the best service and ensure that everyone has a positive experience at our community. We understand that our team was able to assist you and your refund has been sent to you. Please let us know if there is anything we can do to further assist you!

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this whole apartment complex is filled with roaches. my apartment is infested with roaches. every single day I find around **** roaches every single day. no matter how much I clean. they have stray cats everywhere which i have complained about multiple times. three cats attacked my dog and she was injured. I tried multiple times to contact them because this is a serious issue I do not know if those cats have diseases that could kill my dog. I never did get a response back and I am angry and what this situation with the roaches and cats fixed ASAP!!!!!

• Initial Complaint

  Date:05/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made multiple attempts to recently contact you after speaking with you directly numerous times regarding the living circumstances within this apartment . This apartment is not livable as to ** state law, Owners as well as property managers are required to sustain. They should have never deemed this unit as move-in ready . I have photos and videos of the unlivable circumstances you expect me to live in with a child . I have also visited the office to address my concerns in person I showed pictures and videos and expressed the intense smell of mildew . I know as well as you should know that at this point I can at no fault terminate my lease. Termination of my lease will be due to constructive eviction. Which states in ** law that "when a owner and or property manager, refuses to maintain or sustain livable arrangements, the lessee can at no fault breach the leasing contract. My son will be down here in less than two weeks, I can not and will not allow him to come into these living arrangements. Not to mention that I have been to the office many times with complaints of the non ready move in conditions. I have absolutely no blind on my big deck window, I currently live ALONE , I am 26 years old, and I am limited to my own privacy in my apartment, at any point and anytime someone can see that Im alone! After bringing this issue to the office they have no date as to when they can or will fix this issue! The apartment manager was very rude and blatantly disrespectful regarding this issue . I will be out of the premises by June 6th which is 14 calendar days away. I am highly disappointed at my first impression here in ************** , and how the tenants are ignored and treated here at Aurea Station I've been here not even a week, I am very uncomfortable and upset at the quality of living here and the staff! I literally have been so inconvenienced to the point where I am driving 14 hours back to my home town after only being here a week !! I HIGHLY DO NOT RECOMMEND

  Business Response

  Date: 05/26/2022

  Hello all,

   

  The compliant was completed. All asked request have been completed as of 5/24/2022. Please feel free to reach out with anything further needed from myself. 

   

  Thank you!